[SOLVED] Desktop Bitdefender interfering with house internet

[saltymelin]

I recently installed Bitdefender Total Security. When I connect my desktop into the modem, the internet will go out intermittently; wifi and anything else plugged in via ethernet (including my computer). After a short time (30s to 2min), the internet will come back for everything connected. Then there will be sporadic losses of internet as long as the computer is plugged in.

• If I unplug my desktop, the modem works as intended.
• As soon as I plug it back in, the issue starts back up.
• I replaced the Ethernet cord but it did not help.
• I have switch Ethernet ports and it did not change anything. All the ports work fine with other equipment.
• This did not happen before I installed Bitdefender.
• I have tried disabling the firewall, advanced threat defense, safe files, ransomware remediation, online threat prevention and vulnerability all at the same time but the problem persists.

Modem - SBG6700-AC

I've tried searching around but can't find anything to help.

Ideas?

 

[Ralston18]

More information needed.

Are you using "desktop" and "computer" interchangeably or does your wording mean two different devices?

Your modem has only two ethernet ports.

If you are connecting more than two wired ethernet devices then you must have either another router and/or switch somewhere.

How many wireless devices?

The general symptoms suggest an IP address conflict.

On your desktop (computer) are you able to run and post the results of "ipconfig /all" (without quotes) via the Command Prompt?

 

[saltymelin]

More information needed.

Are you using "desktop" and "computer" interchangeably or does your wording mean two different devices?

Your modem has only two ethernet ports.

If you are connecting more than two wired ethernet devices then you must have either another router and/or switch somewhere.

How many wireless devices?

The general symptoms suggest an IP address conflict.

On your desktop (computer) are you able to run and post the results of "ipconfig /all" (without quotes) via the Command Prompt?

I am using desktop and computer interchangeably.

I have a PS4 hooked up via ethernet (taking up the other port)
We normally have another 4 wireless devices maximum (two phones, one laptop and another PS4)

ipconfig /all results:
Ethernet adapter Ethernet:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : AnchorFree TAP-Windows Adapter V9
Physical Address. . . . . . . . . : 00-FF-C8-0A-64-0F
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Ethernet adapter Bluetooth Network Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Bluetooth Device (Personal Area Network)
Physical Address. . . . . . . . . : 00-26-83-38-35-80
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

 

[Ralston18]

On your computer try running the built in network troubleshooters. The troubleshooters may find and fix something.

Does the following link present the User Guide for your modem?

file:///C:/Users/Don/AppData/Local/Packages/Microsoft.MicrosoftEdge_8wekyb3d8bbwe/TempState/Downloads/SBG6700%20User%20Guide%20(1).pdf

Check the status LEDs, especially on the Ethernet ports.

Are you able to log into the router via the steps provided on physically numbered Page 34?

On the laptop, when it is connected, run "ipconfig /all" on it and post the results. We want to see where the laptop is getting its' IP address and what IP address it is being given.

Then ping 192.168.0.1

The results should show the modem's IP address which, if still at default, should be the default IP address 192.168.0.1 (Per physically numbered Page 51 in the manual.

On your PS4's are you able to use "View connection Status" to get network IP address, subnet mask, MAC, and Default Gateway information?

Primary focus is to discover if there is a duplicate IP address.

Then work with both your computer and laptop plugged into the modem's ethernet ports.

Ping 192.168.0.1 from each via the command prompt.

One last thing: also run arp -a on both laptop and your computer via the command prompt.

Look at the devices that show up have 192.168.0.x IP addresses. Or any with 192.168.1.x

 

[saltymelin]

@Ralston18

To be honest, I have no idea what I am doing. I think I have all the info, but is there anything I should be hesitant about posing on a forum?

 

[Ralston18]

No personal information, email, telephone numbers, or physical address delivery information. Nothing that can could help someone figure out who you are.

You should not post your public IP (given to your router by your ISP).

That would be the IP address viewable via any number of online tools: e.g.,

https://www.whatsmyip.org/

Private IP addresses are fine because those address ranges (there are three ranges) are used for many home and small business networks.

Reference (and you can easily find other explanations):

https://www.geeksforgeeks.org/difference-between-private-and-public-ip-addresses/

Do the following: run the commands but do not post the results. Instead use the results to simply gain a broader understanding of your network.

See what you can find - e.g. maybe duplicate IP within the private range being used within your network.

Or perhaps a IP address being used in your network from one of the other two ranges. That can happen in a mixed manufacturer/product environment where the device was left at its default values or was reset for some reason.

Your network "inventory": modem , router, two phones, one laptop and two PS4s.

What about printer(s), scanner, NAS, or any other online devices - TV, web/security cams, IoT devices, etc..

 

[jfreggie2]

Are all devices on your network losing connectivity or just the one with BitDefender?
If it's just the one PC, it would be because BitDefender is creating the issue. We installed BitDefender on about 3000 computers only to find out that each time it did an update, it would disconnect computers from the network